Withdrawal

Right of Withdrawal (EU Consumers)

If you are a consumer in the European Union, you generally have the right to withdraw from your purchase within 14 days without giving any reason, unless an exception applies.

You can exercise your right of withdrawal by:- submitting our online withdrawal form below;- emailing us at support@houseofokaeri.com; or downloading and completing the PDF withdrawal form.

Use of the PDF form is optional. You do not need to provide a reason, product photographs or a batch code to exercise your statutory right of withdrawal.If your request concerns a damaged, defective or incorrect product, you may also provide photographs of the product, packaging and batch code where reasonably possible. This helps us investigate the issue but is not a condition for exercising your right of withdrawal.

After we receive your request, we will confirm by email and share the next steps, including return instructions such as the return address and any reference information needed to process your return.

More information on the withdrawal process

Withdrawal period

The withdrawal period expires 14 days after the day you (or a third party indicated by you) receive the goods. If products from the same order are delivered separately, the withdrawal period expires 14 days after the day you receive the final product from that order.
Returning the goods

After you have informed us of your withdrawal, you must send back the goods no later than 14 days from the day you notified us of your withdrawal. The deadline is met if you send back the goods before the period of 14 days has expired.

We recommend using a tracked shipping method and keeping proof of postage.
When will I get my order?

We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
Refunds

If you withdraw, we will reimburse all payments received from you, including standard delivery costs (if applicable), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.Refunds will be made using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.
Return shipping costs

Unless we state otherwise, you are responsible for the direct cost of returning the goods.
Exceptions to the right of withdrawal

The right of withdrawal does not apply to certain products, including (where applicable):

  • sealed goods that are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery
  • goods made to your specifications or clearly personalised
  • goods which are liable to deteriorate or expire rapidly